How can we help you?

This is a feature that allows you to view your Current Accounts held with other UK banks registered with Open Banking on our mobile app.

To see how to set this up please visit our Account Aggregation page.

Do I have to sign up for Accounts with Other Banks?

No, you don't have to. This new feature is of benefit to those who hold Current Accounts with other banks (please see FAQ on available banks).

Which other banks can the accounts be added from?

You can add accounts from UK banks registered with Open Banking. This does not currently include banks such as Monzo, Starling and Revolut. When a bank registers with Open Banking we will make them available in the mobile app to add accounts from. 

Why can I only see Current Accounts from other banks?

The current Open Banking regulations allow for the sharing of Current Account data only. Once functionality is available for us to provide the ability to view additional products such as Credit Cards, we will add this into the mobile app.

Why can't I see my newly added Current Accounts straight away?

It takes a few minutes to retrieve your Current Account information from your other bank. Alternatively you can close the app and log back in again to refresh account information. There should not be a similar delay once the account has been added to your mobile app.

Can I set up Accounts with Other Banks on my online banking also?

No. The feature is available only on our mobile app.

Is Accounts with Other Banks safe and secure?

Yes. We do not store any of the other bank's login details and the data received from the other banks is protected the same way as our internal data to ensure security. You remain in control of your data at all times and can stop using the feature at any time.

Why is the account data not always up to date?

This message might appear at login and also in the 'Accounts with Other Banks' screen if your other bank is not able to send new information to us due to a connection issue. This can be resolved by tapping the 'repair the connection' button and this will allow you to create a new connection and continue to view your accounts.

Why am I seeing the 'Connection not Working' message and what do I need to do?

We request up to date information from the other banks four times a day and the latest balance and transactions are displayed in the mobile app with a corresponding time stamp. You can also select a manual refresh within the mobile app and if available, balance and transactions will be updated. However, we can only display data which has been made available at that time by the other bank e.g. payments which are not processed instantly by the other bank would not show in the mobile app immediately.

How long will it take for my data to show once I have given my consent?

On first-time set up, we expect it to take a minute or so and transaction history will be limited to 30 days. Subsequently, upon usage, 90 days of data and transactions will be populated.

This is dependent on a secure connection being set up with the other banks to source and transmit the data and may result in a slight delay.

If I transfer money into the external current account, will the balance update immediately?

The balance displayed to you may not update immediately.

Assuming the funds have reached the other bank, in order for the displayed balance to be updated, you can request a manual refresh of the data or wait until the automatic refresh of the data has been completed.

When you manually refresh the data (by tapping on the refresh icon), any transactions between the automatic refreshes will be pulled through into the mobile app. More information on this can be found by tapping on the 'Learn More About Transactions' link within the mobile app.

Can I refresh data showing within the mobile app as often as I wish?

You can refresh the data anytime by clicking on the refresh icon against any account from the other bank you have added which will update the balances if any updates are available from the other banks.

What is an On Demand refresh of data and how do I request one?

To request a refresh, tap on the circular refresh icon to the right of the time stamp.

Why can't I see my bank on the list of banks I can add accounts from?

The most up to date list of banks you can add accounts from is always available in the app. We're working with the other banks that are part of Open Banking and will look to add more banks into our app as soon as they become available.Please keep checking our app to see if your bank is available.

If I am not a registered online user for the other bank, can I add my accounts from the other bank(s) to the mobile app?

No - You need to be a registered online user of the other bank to use this feature.

If I close my other bank's Current Accounts, will they be removed immediately from the mobile app?

If an account is closed at the other bank, the account will be removed the next time you perform a manual refresh or when the data is automatically refreshed.

Why does consent only last for 90 days?

The 90 Days consent period has been agreed within the Open Banking Guidelines, implemented by the Competition and Markets Authority. 

How can I remove my consent?

You can remove your consent in two ways:

  1. Via the mobile app by following the consent expiry notification steps or via the Accounts with Other Banks option from the Account menu.  
  2. Requesting this via the other bank.

If you have given consent to view multiple accounts from one external bank and wish to revoke consent for just one account, you need to contact the other bank to revoke consent for just one account.

When I remove consent from the mobile app, will the accounts be removed immediately?

Yes, if consent is removed from the mobile app, the accounts from the other banks will be removed immediately.

If there is a problem with the other bank, it may take slightly longer for the Current Accounts to be removed. In the event of any problems, this will be communicated clearly to you within the mobile app. You can try again to remove the Current Accounts once the issue with the other bank is resolved.

If I am locked out of my other bank’s online banking, can I still give my consent?

No. You must be able to successfully log into your other bank's online banking to give full consent.

If I am locked out of the other bank’s online banking after I have given consent, will I still be able to see my other bank’s accounts within the mobile app?

The data may not be available until you have verified your log-in details again with the other bank.

Can I, as a personal customer, add my business Current Account from my other bank?

Yes, as long as you are a registered online banking user for your Business Account.

Can I, as a business customer, add my personal Current Account from my other bank?

Yes, as long as you are a registered online banking user for your Personal Current Account.

What do I do if I don’t recognise a transaction showing for my current account with the other bank?

You should contact the other bank in this instance.

How do I contact the bank for any questions on Accounts with Other Banks from the mobile app?

Tap on Help ----> "Chat to Cora" in your mobile app. You can enter your question and a response will be provided to you within 2 hours.

When using Accounts with Other Banks, why is my HSBC Business Current Account data not being updated?

From May 2019, you won’t be able to view your HSBC business current accounts in your NatWest app. This is because HSBC are making changes to their Open Banking service for business customers. We’re sorry for any problems this causes and if you need more information or help, please get in touch with HSBC.

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